IT Service Desk Technician

Wage range: $18.00–$30.00. Position open until filled; next application review on August 21, 2026.

About the role

Service Desk Technicians are the first point of contact for employees reporting incidents or requesting help. Technicians’ primary responsibilities are identifying, documenting, and resolving incidents and service requests. They create, manage, document, and audit computer user credentials and access. They are skilled problem solvers with experience troubleshooting Microsoft Windows computers and understand basic network concepts such as Ethernet and TCP/IP. If technicians are unable to resolve an issue, they escalate it until a resolution is found.

Responsibilities

• Promote exemplary guest service standards through prompt, efficient, and friendly service.
• Document and respond to incidents and service requests via phone, email, IM, etc.
• Create, modify, distribute, and audit computer user accounts and access rights.
• Set up computers and peripheral devices, such as personal computers (PCs), printers, telephones, and battery backups.
• Verify hardware is functioning, such as personal computers (PC), printers, telephones, and battery backups.
• Use remote support tools to share screens and computer access with users, and to facilitate and assist vendors in troubleshooting.
• Install and configure appropriate software.
• Guide users on Wildhorse's software and hardware usage.
• Organize and schedule upgrades and maintenance, as outlined or directed.
• Document incident details and work performed for escalation to senior staff and vendors.
• Perform data entry as appropriate.
• Comply with regulatory laws, employee handbook, department policy and procedures, safety codes, etc.
• Promote a clean, safe, and healthy working environment for employees and guests; promptly report all concerns to supervisor or manager.
• Ensure that equipment, tools, and materials are operated safely.
• Promote internal guest service standards through courteous and respectful behavior.
• Adhere to Wrc Quality Service Standards: Safety, Integrity, Courtesy, Team, and Show.
• Other related duties as assigned.

Requirements

• Familiarity with web browsers (IE, Chrome, Firefox, Safari) and spreadsheets (Excel, Google Sheets, etc.).
• One (1) year of applicable IT experience (documenting requests, setting up hardware, installing software, guiding end users, organizing schedules and maintenance, and documenting issues).
• High School Diploma or GED, or ten (10) years of experience.
• Ability to lift and maneuver 50 lbs., work/sit for long periods at a computer station, perform repetitive motion of arms, wrist, and fingers, and occasionally move throughout a smoke-filled environment, including bending, lifting, and maneuvering items, and crawling under desks or working in confined spaces.
• CompTIA A+ certification, or acquire it within 6 months of hire; must pass 1 test towards certification every 6 months.
• Excellent personal appearance and hygiene habits.
• High-Security Gaming license required.
• Must be at least 21 years of age.

Access

• Access and System Logs, User Credentials.
• Controlled MIS areas.
• Secured areas within established access procedures.